Guest Experience Representative

Marriott•Washington, DC

3d•Onsite

About The Position

This role involves organizing, confirming, processing, and conducting guest check-ins/check-outs, room reservations, requests, changes, and cancellations. It includes securing payment, verifying and adjusting billing, activating and filing room keys, and processing all guest requests and relaying messages. The position requires running daily reports, completing cashier and closing reports, accepting and delivering wake-up call requests, and managing a bank. Responsibilities also include processing various payment types, responding to special guest needs, reviewing shift logs, and notifying Loss Prevention/Security of any theft reports. Additionally, the role involves operating the telephone switchboard, processing guest calls and requests, assisting guests with internet access, and maintaining company and safety policies. This includes ensuring a clean and professional appearance, maintaining confidentiality, protecting company assets, welcoming guests, anticipating service needs, assisting individuals with disabilities, and thanking guests with appreciation. Communication involves speaking clearly and professionally, answering telephones with proper etiquette, developing positive working relationships, supporting team goals, and listening and responding appropriately to concerns. The role requires adherence to quality standards, reading and verifying information, entering and locating data using computers, and performing physical tasks such as standing, sitting, walking, and moving objects up to 10 pounds without assistance. Other reasonable job duties as requested by supervisors may also be performed.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience.
No supervisory experience.
None

Responsibilities

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
Secure payment; verify and adjust billing.
Activate and file room keys.
Process all guest requests and relay messages.
Print contingency lists to have a record of all guests in case of emergency.
Identify and explain room features to guests.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Follow up on any outstanding requests or problems from the previous day and ensure they are resolved.
Run and review daily reports/logs.
Complete designated cashier and closing reports in the computer system.
Accept and record wake-up call requests and deliver to appropriate department.
Count bank at beginning and end of shift; secure bank.
Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
Review shift logs/daily memo books and document pertinent information in logbooks.
Receive, record, and relay messages accurately, completely, and legibly.
Notify Loss Prevention/Security of any guest reports of theft.
Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls.
Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
Answer, record, and process all guest calls, requests, questions, or concerns.
Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.
Assist guests with accessing the internet.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak with others using clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Ensure adherence to quality expectations and standards.
Read and visually verify information in a variety of formats (e.g., small print).
Enter and locate work-related information using computers and/or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.